FAQ | Frequently Asked Questions
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<About ordering>
Can I cancel my order after placing it?
We apologize for the inconvenience, but please note that once an order has been placed, we cannot accept cancellations due to customer reasons (size does not fit, order was made by mistake, product does not match the image, etc.).
Can I return or exchange the product?
If you receive the wrong product or there is some kind of defect in the product, we will take corrective action.
Once we have received your product, if we confirm that it is defective, we will replace it with the same product as long as it is in stock.
If we do not have stock that can be exchanged, we will issue a refund.
Please note that we generally do not accept returns or exchanges for other reasons.
Can I choose the payment method?
We accept payment using the following methods. Additionally, we do not accept payment by bank transfer.
・Credit card payment
・Cash on delivery (cash on delivery)
・Amazon Pay payment
・Deferred payment (payday) payment
Can you issue a receipt?
<If paying by credit card>
Please use the credit card statement issued by your credit card company.
<In case of payment by cash on delivery>
Please use the receipt issued by the delivery company when making payment.
<When paying with Amazon Pay>
Please use the credit card statement issued by your credit card company.
<If paying by PayPay>
Please check your usage history from "Transaction History" at the top of the PayPay app.
Is membership registration required?
Once you have registered as a member, you will no longer need to enter your name, address, etc. the next time you use the service; all you need to do is enter your email address and password.
Will out-of-stock items be restocked?
This varies depending on the product, but please contact us here first.
What should I do if I do not receive a confirmation email after placing my order?
Please check there first as it may end up in your junk mail. Also, if you do not receive it in your spam inbox, please contact us here.
<About shipping the product>
Is there a shipping charge?
The shipping fee is a flat rate of 770 yen including tax, and 2,000 yen including tax for deliveries to Okinawa and remote islands.
Additionally, orders over 10,000 yen will be delivered free of charge (for orders over 15,000 yen, shipping will be free of charge to Okinawa and remote island areas).
When will the product be shipped?
We will ship within 1 to 3 business days from the date of payment confirmation (excluding Saturdays, Sundays, and holidays; up to 5 days for remote islands and some areas).
Can you ship overseas?
We only accept shipping within Japan.
Is it possible to specify the delivery date and time?
Please specify your desired date and time on the cart screen.
Is gift wrapping possible?
There are no gift options on the product page, so please choose from this gift set. The price includes the gift wrapping fee.
If you need a shopper, you can purchase one separately for 330 yen.
Can I change the delivery address and designated delivery date and time after placing an order?
We do not accept changes to the delivery address or designated delivery date/time after the order has been confirmed.
Please contact Yamato Transport or Sagawa Express to change the delivery date and time, as the parcel slip number is included in the email sent when the product is shipped.
Can I change the payment method after placing an order?
We do not accept changes to the payment method after the order is confirmed. When placing an order, please carefully check the details of your order.
Is it possible to ship the gift directly to the recipient?
It is also possible to deliver to an address different from the registered address of the orderer. Please specify the delivery address when ordering.
However, we currently cannot ship to multiple addresses.
<Other questions>
I want to change registered information
From My Page, you can change registered details such as address, phone number, email address, password, etc.
I sent a DM on Instagram but there was no reply.
We basically respond to inquiries from the contact form, so we may not be able to respond to questions sent via Instagram DM. Please note.
I am concerned about the security of personal information etc.
This site uses SSL (encrypted communication technology) on pages that handle personal information.
SSL is a communication method that encrypts and sends information on the Internet, and is a highly secure communication method for protecting personal information.
Please refer to the security policy of this site by clicking "Privacy Policy" at the bottom of the screen.
*important point*
About shipping address
Please do not set the delivery address for ordered products to a warehouse, etc. on a secondary distribution site.
We may cancel your order without prior notice as soon as we are able to confirm it.
About the color of the product
Product photos are posted as close to the actual product color as possible, but the color may vary depending on the smartphone and PC environment you are using (monitor settings, lighting, sunlight, etc.) There may be cases.
Please note that even products with the same color may have slight differences or shading due to unavoidable circumstances such as the production process.
About the material of the product
We do our best to package and ship the product in order to deliver it to the customer in the best possible condition, but due to the characteristics of the material and texture of the product, there may be wrinkles due to folding.
Due to residual dye during the production process, a distinctive odor may be felt. In order to preserve the texture of the product, we will deliver it in that condition, but you can use it without any problems if you wash it before use.
Due to the characteristics of the product, the color of piece-dyed products may fade due to washing, friction, sweat, or leaving the product wet.
Due to the production process, thread seams and slight fraying may occur when weaving the fabric, but there is no quality problem. In addition, other fibers may be mixed into the weave of the fabric.
About size
The listed sizes are listed on the official website of the brand we carry. Please note that there may be slight individual differences due to the characteristics of the fabric.
Get in touch
For other questions, please click here